Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Podcasting since 2018 • 245 episodes
Advice from a Call Center Geek!
Latest Episodes
Why You Should Not be Scoring 100% of Your QA Calls
Most contact centers still believe scoring more calls means better QA.It doesn’t.In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you m...
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Season 1
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Episode 245
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19:20
Dear Santa: Here is the AI Contact Center Tools We Actually Want!
This episode is my AI Christmas wish list for CCaaS. Not toys. Not buzzwords. The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers. T...
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Season 1
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Episode 244
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31:24
Inside Expivia Digital and the State of Contact Center Technology
Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implemen...
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Season 1
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Episode 243
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13:29
Keep Call Centers In America Act- The Truth
In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the story gets...
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Season 1
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Episode 242
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15:22
Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions
This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me.We dive into a wide-ranging conversation covering:The new leadership vision at NIC...
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Season 1
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Episode 241
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15:01
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